Market Guide


Market Guide for CSP Customer Management and Experience Solutions

According to Gartner, "Communications service providers require more agility in managing channels, customers, products and partners in the digital era. CIOs at CSPs can use this Market Guide to identify market trends and hone sourcing strategies for customer management and experience solutions (CM&X), targeting desired outcomes."

Download this complimentary Market Guide, published by Gartner®, to discover their key findings, including how:

  • TickCommunications service providers (CSPs) are investing in growth and diversification of their offerings across their market segments, but struggle with how best to support those offerings as customer management and experience (CM&X) solutions are evolving.
  • TickHow CSPs buy and use CM&X solutions varies significantly, with some CSPs trying to build their own solutions and others purchasing either as a CM&X suite or as part of a broader business support system (BSS) solution.
  • TickThe CSP CM&X market offers a well-tested SaaS delivery model with significant interest by CSPs. However, CM&X SaaS will need further enhancements to fully meet the evolving set of requirements, particularly for the B2B market.

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Gartner, Market Guide for CSP Customer Management and Experience Solutions, By Juha Korhonen, Amresh Nandan, Chris Meering and Susan Welsh de Grimaldo, Published 31 January 2022. 
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